Complaints

• Initial Complaint

  11/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased maintenance for our HVAC system. Service has been rescheduled 3 times now. I have paid for a service Im not receiving. Im requesting that Weather Master complete this task and that a principal owner call me and explain why Ive been rescheduled 3 times.

  

  Business response

  11/21/2023

  I have spoken to the customer regarding his re-scheduling concerns.  He has agreed for us to provide him an additional 1-year maintenance plan at no charge.  He is also going to let me know what dates he has available for a heat check.  Thank you for allowing us a chance to make it right.  

   

  *******

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Weather Master installed HVAC units in our neighborhood (72 units) between 2014 and 2016. After experiencing intermittent issues in 2021, we did some research and found the damper motor serving the upstairs zone was likely failing. Several units on our block had the same issue within the first 5-6 years of installation. We contacted Weather Master, hoping they would be familiar with our home's system. They explained we could not assess their expertise over the phone, but needed to pay a minimum $99 fee for onsite assessment. With continued issues in the spring, we scheduled them to come May 16, 2022 to replace the damper motor at a cost of $534.73. On June 1, we asked them to return to check the work, because we noticed only a trickle of air was coming out upstairs. The technician checked and told us the system was fully functional (no charge for this visit). We continued to live with the system running for hours and 80 degree temperatures upstairs during the day, even with the curtains drawn. On June 14, we called again because we discovered the damper motor serving the downstairs zone had begun to fail and gotten stuck in the closed position. The technician came and said both dampers were fine, after wiggling a lever on the downstairs damper. He said if it failed again within 30 days, he could apply the $106.18 charge toward the motor replacement. On June 27, we noticed the downstairs damper again stopped opening, and (to our shock) the same amount of air was coming out upstairs regardless of whether the upstairs thermostat was calling to the zoning board or not. The upstairs had been cooled below the thermostat setting while "off." Clearly, it is stuck in the same position and is not opening or closing properly. Neither damper is functional at present. We called and left a message for a service manager June 28, but they have not responded. After four failed attempts at obtaining the proper service, we would like a refund.

  

  Business response

  06/30/2022

  We do apologize that you left a message on June 28 and have not heard back from anyone.  We are researching all the calls for that day to find your message. I do see you agreed to replace the damper on the 2nd floor and was recommended to replace the one on the first floor.  I am sorry to hear you are still having problems. We believe in 100% customer satisfaction and we will refund your money.  

  Customer response

  07/02/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your assistance in bringing the matter to their attention and reaching a timely resolution.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  04/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had a new unit replaced less than four years ago and it has had inducer and blower issues every year on a brand new, under warranty system. Although the techs who have come out have always been professional and courteous we never seem to receive reliable heat! We pay for master service agreement, always active, and we always pay for service outside of agreement (3900.00 the last three years on top of the cost of a new unit). The same parts that have failed twice so far on a 3-4 year old unit, under warranty, and have failed again a third time after heat service call and a callback service. It was 45 degrees last night, and will be near low 40s tonight and upper 30s tomorrow night! We have had no heat now for three days! The service we have more than paid for needs to be honored NOW! Today! We are tired of no heat ever year on a replaced, new unit with a master service agreement! Weather Master never maintains quality service because part failure keeps occurring on a new system under warranty .

  

  Business response

  04/19/2022

  Business Response /* (1000, 5, 2022/04/11) */ Contact Name and Title: ******* Customer Care Mgr Contact Phone: ************ Contact Email: ***************************** I do understand your frustration of getting a new system in 2016 and having to replace parts in 2018, 2019, and 2022. You have been loyal maintenance customers and we appreciate your business. We can definitely reimburse you for the inducer motor, dual capacitor, and safety switch. Sincerely, *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩